Incident Manager

New Era India; Gurugram District; On-site; INR 1,600,000 - 2,200,000; Full time

Job summary

New Era India is seeking an experienced IT Service Management professional to join our infrastructure monitoring and IT support team. You will work with US-based clients in a multi-client environment, following ITIL-aligned processes.

The role emphasizes incident management, root cause analysis, coordination with stakeholders, and ongoing process improvements to ensure high service quality. Relevant ITIL certification and 7-10 years' experience are preferred.

Qualifications

• Education: Any Graduate; ITIL certified required.
• Certifications: Mandatory - ITIL certified; ITIL 4 preferred.
• Experience: 7-10 years in IT services.
• Role requires ITIL-aligned support processes and infrastructure monitoring.

Responsibilities

• Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts etc) and follow ITIL support procedures to respond.
• Assess and prioritize faults and respond or escalate accordingly following ITIL aligned processes.
• Handle Priority 1 and Priority 2 issues and initiate bridge calls with clients as required.
• Write end user business communications and share them per process.
• Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis
• Perform infrastructure health checks and flag issues based on impact.
• Participate in Change Advisory Board meetings for infrastructure changes.
• Perform disaster recovery operations and data backups when required.
• Manage and maintain monitoring systems.
• Identify problems and frequently present viable solutions.
• Work in a busy multi-client environment and adapt to changing priorities.
• Suggest and help implement process improvements for self and the team.

Skills

Communication skills

US support experience

Technical documentation

Linux CLI

Sys Admin basics

ServiceNow

JIRA

Learnability

IT service knowledge

Education

Any Graduate

ITIL certification

ITIL 4 (preferred)

Tools

N/A

Job description

Qualifications: Any Graduate

Certifications: Mandatory - ITIL certified

Preferred: ITIL 4

Experience: 7-10 years

Industry Type: IT Services

Duties and Responsibilities

We provide Infrastructure monitoring and other IT support services for US based clients in a multi-client environment.

Following are some key responsibilities:

• Identify and interpret issues with impact through various sources (emails, user reports, monitoring tool alerts etc) and follow ITIL support procedures to respond.
• Assess and prioritize faults and respond or escal… accordingly following ITIL aligned processes. Handle issues of all priority based on impact and criticality.
• Handle Priority 1 and Priority 2 issues, Initiate and handle bridge calls with clients as and when required.
• Write end user business communications, and share them as per process.
• Coordinate with stakeholders/vendors for issue resolution and Root Cause Analysis
• Perform infrastructure health checks and flag issues based on impact.
• Participate and contribute to Change Advisory Board meetings for infrastructure changes.
• Performing disaster recovery operations and data backups when required.
• Manage and maintain monitoring Systems.
• Identify problems, and frequently present viable solutions to problems.
• Handle multiple priorities with multiple clients / ability to work in multi-client environment.
• Should be open to suggest and help implement process improvements and development opportunities for self and the team.
• Consistently demonstrates good customer service throughout the area of responsibility.
• Co-operate with other teams. Actively encourage strong working relationships with other teams.

Skills Required:

• Good communicator with experience with US based support environment (US Preferred)
• Excellent communication skills (both written and verbal).
• Good technical documentation skills.
• Basic Linux CLI skills and basic Sys Admin skills.
• Experience on ticketing tool like Service Now & JIRA will be a plus.
• Willing to learn and develop new skills.
• Sound understanding of IT service landscape.
• Good understanding of servers, types and their various environments, basic understanding of enterprise networking.
• Actively seeks out tasks that help develop skills and knowledge
• Actively seeks ways of improving existing systems and processes.
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.
• Flexible and adaptable approach to problem solving.